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132-S-708-1 - Specialist- Avaya Voice Self-Service Design Elective - BrainDump Information

Vendor Name : Avaya
Exam Code : 132-S-708-1
Exam Name : Specialist- Avaya Voice Self-Service Design Elective
Questions and Answers : 80 Q & A
Updated On : January 23, 2019
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132-S-708-1 exam Dumps Source : Specialist- Avaya Voice Self-Service Design Elective

Test Code : 132-S-708-1
Test Name : Specialist- Avaya Voice Self-Service Design Elective
Vendor Name : Avaya
Q&A : 80 Real Questions

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Avaya Specialist- Avaya Voice Self-Service

Altura Achieves Avaya features start expert Certification | killexams.com Real Questions and Pass4sure dumps

FULLERTON, Calif.--(company WIRE)--Altura verbal exchange solutions, an Avaya Platinum BusinessPartner, with workplaces nationwide, is being diagnosed by using Avaya, a number one world company of enterprise communications functions, methods and services, for attaining their features delivery specialist (SDS) certification as Implementation professional.

The SDS certification confirms that Altura has talent in the advantage and qualifications vital for expert birth of the full latitude of implementation capabilities to Avaya valued clientele. Altura is one in all a opt for group of Avaya BusinessPartners to obtain the certification.

Altura helps groups reduce cost and successfully run their operation by using offering a wide array of high first-rate voice, voice over IP, information, messaging, instant and phone middle applications and options. working throughout the U.S., Altura helps hundreds of shoppers together with Unisys, Honeywell, Dartmouth Hitchcock clinical center, New Jersey Transit, the State of new Mexico, the State of Connecticut, and others who get pleasure from discount rates from Altura’s customized services together with network analysis, Contact center Optimization, and lifestyles Cycle provider and support.

"Altura is honored to be recognized with the aid of Avaya for our #1 rated capabilities," in response to Bob Blazek, CEO and President of Altura. "The Avaya SDS designation signifies to our consumers that Altura continues to lead the field in training, establishing the integral competencies and credentials to exceed their capabilities needs."

"Altura continues to give the maximum stage of provider for his or her purchasers," stated Carol Giles Neslund, vice president, North the usa Channel revenue, Avaya. "The SDS designation is an affirmation that Altura has exhibited a record of success in serving valued clientele and has taken their service start to the next level via extra practising and entry to Avaya world features tools and methodologies."

The Avaya SDS program has 4 areas of designation: Implementation specialist for authorized Avaya channel partners, Implementation knowledgeable for services-handiest channel companions, and guide professional and Integration knowledgeable for Platinum, Gold, and Silver-licensed channel companions. collaborating channel companions have entry to Avaya global features and a vast latitude of different Avaya substances to aid them carry a top quality service adventure to valued clientele.

About Altura

Altura communication solutions, with places of work nationwide, is certainly one of Avaya's greatest Platinum approved company partners and a number one provider of communique enabled options and expert capabilities to businesses. For just about two a long time, agencies all over North america have trusted Altura with solving their enterprise concerns. Altura’s exact rated and trade main provider, key strategic partnerships presenting a full suite of converged voice and data network solutions, supply the highest company cost to our valued clientele.

About Avaya

Avaya is a world leader in commercial enterprise communications systems. The business offers unified communications, contact centers, and linked capabilities directly and through its channel companions to leading groups and organizations worldwide. corporations of all sizes rely upon Avaya for state-of-the-paintings communications that enhance efficiency, collaboration, consumer provider and competitiveness. For greater counsel, please seek advice from http://www.avaya.com.


Avaya certified specialist (ACS) | killexams.com Real Questions and Pass4sure dumps

This supplier-selected Certification is offered by:AvayaHighlands Ranch, CO USAPhone: 800-288-5327Email: This e mail tackle is being blanketed from spambots. You want JavaScript enabled to view it.

ability level: Intermediate                          fame: Being phased out

economical: $one hundred twenty five (shortest tune)               

summary:This mid-degree certification is for individuals who integrate voice networking, facts networking, and functions into potent enterprise communications options. ACSs design, implement and help Avaya solutions in a real world atmosphere.

initial requirements:You need to grasp the ACA Certification and move one in all specialist elective exams ($125). choose between two tracks, Design and Implementation.Design Tracks consist of: Interactive Voice Response techniques, IP Telephony, LAN, Messaging, Multimedia Contact facilities and Proactive Contact solutions.Implementation Tracks encompass: Interactive Voice Response methods, IP Telephony, LAN, Messaging, Multimedia Contact facilities and Proactive Contact options.training is accessible however no longer required.

carrying on with requirements:Certification is legitimate for two years.

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Avaya at SpeechTEK 2008 Spotlights customer provider options the usage of Converged Speech, Voice and Video functions | killexams.com Real Questions and Pass4sure dumps

source: Avaya Inc.

August 18, 2008 07:45 ET

Contact center leader Demonstrates 'Video Self service' advancements That mix Speech Automation With Multimedia content

long island, the big apple--(Marketwire - August 18, 2008) - SpeechTEK -- At this 12 months's SpeechTEK event, Avaya (booth #312) spotlights its latest self provider options that mix speech automation, voice and video communications to support organizations give faster, more productive consumer provider. SpeechTEK 2008, taking place August 18 - 20 in manhattan city, is a global event on rising speech applied sciences.

Speech self carrier allows for clients to communicate their instructions to an automatic equipment -- the usage of a cellphone, kiosk or laptop -- and get routed to the requested suggestions or agent. At SpeechTEK 2008, contact middle market leader(1) Avaya spotlights how speech self carrier is evolving into a more easy, cost-efficient, and dynamic solution to serve shoppers. This comprises demonstrations of Avaya's award-winning self carrier platform(2) -- Avaya Voice Portal -- along with the platform's expanding 'video self provider' capabilities.

These video capabilities power a different consumer service answer -- Avaya Interactive Voice and Video Response -- which combines speech automation with dynamic video content material. It lets callers engage with a company the use of video-primarily based menus and content the use of a 3G cell machine, video kiosk or softphone/videophone. as a substitute of simply hearing alternate options, shoppers can see branded menus and options embedded in video, and talk instructions to the business's automated gadget. visible advertisements or academic movies can even be viewed while shoppers look forward to an agent.

At SpeechTEK 2008, Avaya is demonstrating how outbound calling will also be integrated with video self service to enhance client experiences. This lets corporations proactively ship essential reminders to shoppers' instruments, accompanied by way of visual content material. as an example, a floral shop consumer can receive an audio/visual reminder for a personal experience, such as a birthday, and then use speech to navigate visually-offered options. speaking to the computerized system, the customer can see what flower arrangements they in the past ordered, browse for a brand new association, ask for a are living agent, and finalize credit card tips the usage of visible menus. This illustration can also be seen in motion at SpeechTEK.

"As speech automation evolves with enhanced speed and accuracy, businesses are seeking for new ways to power enhanced flexibility and company value via speech self service," said Bob Lyons, vice chairman and regular supervisor of Avaya's Contact center division. "by using maintaining the focal point on improving consumer experiences through diverse modes of communications, speech self carrier will proceed generating mighty demand from purchasers and business alike, and drive this market to the subsequent stage."

moreover Voice Portal and the Interactive Voice and Video Response options, Avaya will show off Avaya Dialog fashion designer, a speech building device for Voice Portal, as well as its DevConnect developer & associate software.

Avaya Speech application Innovators current at SpeechTek 2008

Avaya speech technology experts might be at the show to share finest practices for the usage of speech throughout an enterprise. classes that includes Avaya specialists encompass:

Video in the name middle and community: consultants during this session will focus on if there is a spot for video alongside a speech answer. they will make the case for video know-how within the name middle and subsequent-era networks. that includes: Dr. Val Matula, director of Avaya Labs, and Bob Cooper, chief architect of Avaya Voice Portal.

Time: Tuesday, August nineteenth, 11:forty five am - 12:30 pm

DTMF vs. Speech: Balancing enterprise wants vs. Caller wants When Migrating DTMF functions: DTMF applications are always easier, sooner, and more affordable to improve than speech purposes. This presentation will discover a couple of DTMF-to-DTMF utility rewrites and how the equal enterprise wants might have been better addressed with speech. that includes: Matt Whipple, predominant consultant, Avaya Self service options.

Time: Wednesday, August twentieth, 11:forty five am - 12:30 pm

satisfied collectively: Speech and Touchtone: Can one person interface embody both speech and touchtone enter in an effective and pleasurable interplay? This session explores this query and presents insight into how speech and touchtone can work together. This session teaches a way to leverage both speech and touchtone to satisfy business pursuits. featuring: Matt Whipple, important consultant, Avaya Self service options.

Time: Wednesday, August 20th, 1:45 pm - 2:30 pm

testing: built-in application Design and Tuning: Tuning is a essential step within the success of speech implementations. This session will review an built-in open requirements based mostly strategy in line with Eclipse. application reporting, efficiency utility logs, tuning add-ons and more could be coated. that includes: Judi Halperin, Avaya speech engineer, Contact center practice, and Dennis Jakobsen, MTS division, Avaya.

Time: Wednesday, August 20th, 1:45 pm - 2:30 pm

(1) Gartner Market Share, Contact centers, worldwide 2007. Drew Kraus. June 2008

(2) North American IVR systems Market. 2007. N185-76. Frost & Sullivan.

About Avaya

Avaya can provide clever Communications options that assist businesses transform their corporations to obtain market potential. more than 1 million agencies worldwide, including more than ninety % of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact facilities and Communications-Enabled enterprise strategies. Avaya international services offers finished service and aid for agencies, small to big. For extra assistance seek advice from the Avaya net web site: http://www.avaya.com.




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Specialist- Avaya Voice Self-Service Design Elective

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Avaya Certified Specialist (ACS) | killexams.com real questions and Pass4sure dumps

This vendor-specific Certification is Offered By:AvayaHighlands Ranch, CO USAPhone: 800-288-5327Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Skill Level: Intermediate                          Status: Being phased out

Low Cost: $125 (shortest track)               

Summary:This mid-level certification is for individuals who integrate voice networking, data networking, and applications into powerful business communications solutions. ACSs design, implement and support Avaya solutions in a real world environment.

Initial Requirements:You must hold the ACA Certification and pass one of Specialist Elective Exams ($125). Choose from two tracks, Design and Implementation.Design Tracks include: Interactive Voice Response Systems, IP Telephony, LAN, Messaging, Multimedia Contact Centers and Proactive Contact Solutions.Implementation Tracks include: Interactive Voice Response Systems, IP Telephony, LAN, Messaging, Multimedia Contact Centers and Proactive Contact Solutions.Training is available but not required.

Continuing Requirements:Certification is valid for two years.

See all Avaya Certifications

Vendor's page for this certification


Start the New Year Right with Can’t-Miss Expert Advice on Self-Service Design | killexams.com real questions and Pass4sure dumps

Achieving a strong ROI on your self-service systems–such as Interactive Voice Response and enterprise voice portals–depends on having customers use them. Whether that happens is due in large part to the effectiveness of self-service design.

To dig in a little further, we decided to speak with our experts and are sharing the results. Effective design is the topic of the first in a three-part podcast series featuring Judith Halperin, principal consultant in speech engineering at Avaya. Be sure to tune in to the podcast to hear the full conversation.

Here are some highlights that I took away from the conversation:

What’s the first step? Know your users! Designing a good self-service experience for your customers starts with knowing who your customers are. Information gathered from Web, phone and other interactions can be leveraged to create profiles and segmentations for your customer base. Automatic Number Identification (ANI), such as Caller ID, can even trigger data sources to personalize the experience.

It’s important to not only study who your customers are, but understand their preferences as well.

Preferences refer to preferred modes of contact and even what type of information customers need most. For example, with customers who usually call in for account balances, you might want to begin each call with balance information. If a customer has previously chosen Spanish as their preference, the interaction might start in that language. Self-service options can also be sequenced dynamically based on previous usage and caller information or entitlements.

Providing the right level of personalization is another important design consideration. Some customers prefer more hand-holding while others may prefer that you just get out of their way. You can leverage the frequency of a customer’s interactions, usage levels and other factors to assign a customer to “expert” or “novice” support application modes.

Why is it important? “ROI!” User-centric design is key to getting caller buy in.

Keep in mind that just basing your analysis on demographics may be dangerous. Recently, I was swapping stories with a contact center design specialist, and he shared a story about how a company he was working with had designed their self-service experience to drive customers of an older demographic to voice-centric service.

It turned out that the company’s older customers actually preferred to interact via mobile devices and to self-serve via mobile applications. This is a good example of why analyzing usage levels across all engagement points and understanding customer preferences is key. As you continue to learn more about the customer needs and preferences, you can continually adjust and drive improvements into which functionalities to automate.

Many people may not like interacting with machines. But they do it. Continually making self-service systems more user-centric and the experiences more user-friendly is key to customers wanting to use them to fulfill their needs without always needing human intervention.

What do you see as keys to good self-service design? Please share your thoughts. And be on the lookout for our next podcast recap, in which we explore how to capture the benefits of self-service while maintaining a personalized, satisfying customer experience.


Contact Center Solutions Featured Article | killexams.com real questions and Pass4sure dumps

July 21, 2008

Wall Street, thus far, has been less than lukewarm about Convergys’ acquisition of IVR and next-generation, contact-center specialist Intervoice on July 16th. Concern arises from the fact that the company is prepared to pay $335 million in cash when it entered the quarter with only $80 million in “cash” on its balance sheet. Indeed, even though we knew that Intervoice was “in play” with a change of management and a revamped product line, we did not count Convergys as one of the prospective buyers, partly because of its cash situation and partly because Convergys has not been tremendously active as an acquiring company of late.

Investor skepticism discounts two important aspects of the Intervoice acquisition. For one, the purchase will be “accretive” for Convergys. Intervoice is, after a year in the red, a profitable company that ended its last quarter (May 31) with $112 million in cash or near cash, along with maintenance contracts that are guaranteed to bring another $95 million.

More importantly, the real value Intervoice brings to Convergys is its loyal, long-term installed base of customers. Most of them have major decisions to make as they are forced to transition from legacy, proprietary systems to the more service-oriented world of IP-telephony and open standards, especially SIP, XML (including VoiceXML and the Web).

In Opus Research’s forthcoming report, “Customer Care On Demand: Accelerating Deployment While Reducing Risk”, we show that business customers increasingly look to third-parties, like Convergys, to ameliorate the risk associated with maintaining high-quality, phone-based customer care while, at the same time, juggling IT projects often with smaller internal technical staff.

Intervoice is a Willing Seller

Contrast this acquisition with Intervoice’s string of M&A activity over the years. In its 30 years of existence, the company has kept evolving through internal product development coupled with strategic acquisitions. During the first bout with industry stagnation in 1999, the company joined its chief competitor, Brite Voice Systems, in a “merger of equals” that carried the name Intervoice-Brite. It had the effect of doubling the company’s size while eliminating its major competitor but did little or nothing to expand the market.

More recent acquisitions were designed to grow the depth and breadth of service offerings to give Intervoice customers confidence that the company was serious in its adoption of new standards and capabilities. The acquisition of Edify in 2005 brought the company more applications and services to sell into the financial services market on a new, “open” applications platform. Bringing Nuasis into its fold gave the salespeople a chance to call on the unified communications devotees among both existing clients and prospects.

Broader offerings did not fuel either the topline or bottom-line growth of the combined companies. As a result, Wall Street punished Intervoice. From its high water mark of $36 in early 2000, the company dipped as low as $1.04 in mid 2002 in the wake of certain accounting scandals. As a credit to the power of a strong installed base, the company survived and thrived a bit in the mid-2005 period, but never found the engine of growth that could propel revenues far beyond the $200 million mark.

An “End-of-Life” Partner for Intervoice

Though Wall Street may not believe it, Convergys is acquiring Intervoice on very favorable terms. Intervoice is already profitable and it entered the year with a much more coherent product roadmap and go-to-market strategy than prior years. Its customers are ready to migrate off a set of platforms that have reached “end-of-life.” Convergys, with its deeper financial resources and broader service offerings, is a more credible solutions provider and integrator at this sensitive, transitional stage.

Customers want multi-vendor solutions and Convergys is “vendor agnostic” at least with respect to ACDs where it works with Avaya, Cisco, Nortel and Genesys. Moving IVR and voice processing functions and applications into its network cloud will enable Convergys to accommodate the “standards- compliant” Intervoice platforms along with its existing infrastructure for both Web-based, live agent and automated service, including the Genesys-based SpeechPort platform.

In addition, because Convergys has strong operational history both in contact centers and back-office billing for wireless carriers, it has demonstrable experience integrating front-end systems with complex customer databases to support both billing and customer service. It is also largely indifferent to whether clients deploy solutions on their premises or in the Convergys network.

The End of “Either/Or”

Opus Research sees very positive signs surrounding the acquisition. In our forthcoming report we will show how enterprises of all sizes are looking to third-party outsourcers to solve both technical and business problems. During challenging economic times, most have selectively pared down their IT staffs, often eliminating some of the full-time positions of individuals who specialize in arcane disciplines like voice user interface design or contact center workflows.

Convergys is on a short list of voice self-service solutions providers, including Verizon Business, AT&T, IBM, EDS (soon to be HP), Qwest and a few others that will tout global scope, vendor independence and deep experience. Extending contracts with Intervoice is, by no means, a done deal, but Convergys’ Open Hosting approach gives these prospects a chance to move forward selectively by outsourcing some or all of the networking, voice processing and application processing on an “as needed” basis.

-----

Don’t forget to check out ContactCenterSolutions’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International.


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